BNY Mellon Shareowner Services, the equity administration services provider of The Bank of New York Mellon, today announced that it has engaged TRG Customer Solutions to establish a new customer service facility in the Pittsburgh area.
Involving an initial complement of up to 200 customer service representatives dedicated to Shareowner Services, TRG's expansion of its Pittsburgh operation adds an important new dimension to Pittsburgh's role as an operational center of excellence for The Bank of New York Mellon.
"Capitalizing on the Pittsburgh area's highly skilled work force, robust technology infrastructure, and rich educational and professional development environment, TRG's new contact center will reflect the qualities that have made Pittsburgh an operational center of excellence for The Bank of New York Mellon as a whole," said Samir Pandiri, chief executive officer of BNY Mellon Shareowner Services. "Seamlessly integrated with our customer service operation, this best-of-breed facility will further enhance our ability to provide industry leading levels of customer service."
"BNY Mellon Shareowner Services has preeminent leadership credentials in customer service and an outstanding track record for innovation and technology utilization. We look forward to collaborating with Shareowner Services in precisely the operational environment in which we perform best," said Frank Kelly, chief executive officer of TRG Customer Solutions. "Shareowner Services' approach -- listening to clients and providing customer service solutions that respond to each client's particular needs -- is central to our own philosophy for success in a customer interaction environment."
Work on transitioning call volume to the TRG facility is already underway, and is scheduled for completion by the second quarter of 2010. Supported by a network of contact centers, Shareowner Services responds to more than 10 million contacts per year via a variety of channels, including live voice agent, e-mail, Web-based interface and interactive voice response technology.